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Roomzzz

This leading chain of aparthotels uses Prommt to enhance the payment process for guests

Introduction

Roomzzz provides luxury aparthotel suites and serviced apartments across the UK, with city centre locations in London, Manchester, Leeds, and more. The company prides itself on offering business & leisure travellers access to stunning accommodation and excellent amenities, delivering a contemporary and sophisticated ‘home away from home’ for every guest.

The Challenge

Managing a host of locations is no easy feat, and managing payments from multiple channels is fraught with risk. Staff at the company’s various locations previously took payments over the phone, or would handle them in person on a guest’s departure. But this caused an unnecessary burden on busy staff, and they also found that guests weren’t always delighted at the prospect of calling out sensitive card details over the phone. Roomzzz was searching for a payment solution that would also serve as an important tool in communicating with its customers. In essence, they felt they needed to enhance payment procedures to line up with an otherwise stellar customer experience.

The Solution

Roomzzz activated Prommt as a payment solution in early 2020 and have seen massive benefits across the business since. By centralising their payment process to a single method and account, this really freed up valuable time for staff, making the company’s entire payment communications utterly streamlined. Staff now send simple and secure payment requests via email, SMS or ShareLink to guests on departure, allowing customers to pay easily – safe in the knowledge that card numbers are tokenised and not visible at any point in the process.

Prommt’s ‘Custom Fields’ feature has also been vital to their success, making their own reconciliation easier than ever. By delineating requests into arrival and departure dates, along with their own Reservation ID, it has enabled staff to prioritise tasks and avoid chasing up payments unnecessarily, as automatic reminders sent from the account take care of this cumbersome task.

The company’s reputation as a unique alternative to more staid accommodation is integral to the brand, so the capabilities of Prommt’s iFrame feature slotting in seamlessly into their communications was also a big advantage. And with the added boon of minimising contact at this time, accepting payments, once a headache, has never been easier since the company started using Prommt.

Roomzzz is a happy Prommt client

“Prommt has had a transformative effect on our payment processes and everyone on the team finds it a breeze to use. We didn’t know what to expect when we signed up, but now we can’t imagine life without it!”

Rebecca Hutchinson – Roomzzz

The Results

Prommt was implemented smoothly into Roomzzz’ payment processes, with feedback from users being overwhelmingly positive since activation earlier this year. Staff have found it to be intuitive and easy to use, and have really embraced Prommt’s new ShareLink feature, as this allows them to deploy a secure payment link within WhatsApp and other channels, meeting customers on a platform that suits them. As a result of its success, the company has decided to roll out Prommt for wider use across more of its locations soon.

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